Powerful Service Management Meets Smart Asset Management in SysAid's Helpdesk Software

Few IT service solutions are able to cohesively integrate both service management tools with an asset management application. While there are a handful of software solutions that handle both facets of IT management together, there are few that do so as well as IT helpdesk software by SysAid. A company that clearly has a firm grasp on how these two systems should interact together, SysAid has raised the bar for what one should expect from an integrated ITSM/ITAM software package.

Highlights

• Cloud-based SaaS implementation gets frequent updates. SysAid puts a significant
  amount of time and effort to ensure their cloud offering is kept up-to- date and on the cutting edge of IT management.
• Ticket management system is very customizable, giving administrators control over
  ticketing priority, routing, and end-user response surveys for high-level service
  evaluation and interpretation.
• Remote desktop functionality built in, including the ability for end-users of the software to remote into their desktops from home over a secure connection.
• SSL certificate verification for secure data transmission when sensitive material is
  present on the SysAid software.
• Fully-featured asset management module seamlessly integrates with the software’s
  service module. A high degree of customization and flexibility is present in both systems.

A Comprehensive Solution

It’s difficult to find a single software solution that can encompass both service and asset
management, but SysAid’s offering makes a strong argument that it’s not only possible, but a preferable alternative to separate implementations for each. With years of experience on both sides of the IT lines, SysAid brings a wealth of knowledge to administrators looking to tackle both at once. This solution quickly becomes clear upon the initial install of SysAid’s helpdesk software. A service management solution first and foremost, Helpdesk can work as the front and backend for a business’ service management needs.

What at first seems like a tacked-on afterthought, the asset management module is tucked beneath the surface of the helpdesk’s backend control panel. Once accessed, however, the depth of the system is readily apparent. It’s not something that was quickly rushed into the end product; it was designed from the ground up to be integrated and usable from the get-go.

Helping the Helpdesk

The bread-and- butter of SysAid’s helpdesk software is the service module. Most of the software stems from the module’s control panel and can be accessed from there. A number of helpful tutorials will help new administrators get to grips with the sometimes complicated interface. If there’s one major failing here, it’s the overwhelming amount of options and the steep learning curve for the software. Fortunately, SysAid’s exceptionally well-documented knowledge base and online tutorials help guide user’s through the setup process.

Once setup has been figured out and basic navigation is understood, the power of SysAid’s software is revealed. There’s an almost limitless amount of customization available from the administration side. Everything from ticketing priority to SSL security can be tailor fitted to the individuals IT needs. The long list is too much to go over here, but rest assured that if there’s a specific setting or configuration option needed, SysAid has taken the time to implement it within their service module. The further you go into the system (and its accompanying documentation), the more you’ll want to tweak and play with settings until everything is set just right.

From a review standpoint, all the major checkboxes are present. Ticketing priority and routing, service chat, remote desktop access (including from a mobile device), and a range of end-user submission options are all available, as are detailed analytics for serviced tickets. The amount of customization here is once again apparent, letting administrators set options the way they’d like them so that Helpdesk fits neatly into their existing IT infrastructure and strategy. An available knowledge base repository gives businesses’; a powerful self-service option for the end-user.

As is expected from a company with this much experience in service management, Helpdesk has its own ITIL package to help adhere to those guidelines if needed. SLA reporting is included for large organizations to stay in compliance.

One thing missing from SysAid’s help desk is social media integration. An avenue of
communication that’s quickly becoming popular even in the IT business world, there’s no option here for accepting tickets via social media. A minor drawback, and one that is less egregious in the presence of all the other cutting-edge innovations like significant mobile device support.

Despite being marketed as a multi-function software for both service and asset management, the Helpdesk module can be used as a standalone product, and holds up very well under that individual scrutiny. There’s not much missing here that you’d expect to find in a dedicated helpdesk product, and with the addition of the asset module, there’s a lot of advantages to using SysAid’s helpdesk software.

Integrated Asset Management at Your Fingertips

While SysAid’s standalone service management module is a stand-out piece of software all by itself, it’s designed to be used with the Asset Management Module. To get the best use out of SysAid’s product, administrators will want to opt for this powerful tool to help create a cohesive picture between their service management and asset management processes. Fortunately, SysAid makes it easy to combine these two things into one smoothly operating piece of software, and the advantages quickly become clear once you’ve delved into the Asset Module’s inner workings.

Tucked away behind a few mouse clicks, the Asset Management module is practically its own piece of software. Once again, all the features you’d expect from an asset management software is here. SysAid can be set up for automatic network discovery of hardwired or wireless devices, including mobile devices, with software licensing management, patch management, service history, and a helpful software and hardware catalog. One of the most impressive and unique features in the module is the ability to detailed asset monitoring layout, giving a comprehensive snapshot of all your active assets in use. This panel can be accessed via remote monitoring as well, providing quick on-the- go access.

The ease with which these two modules are paired together gives fast, streamlined integration of both systems, a powerful tool for any business large and small.

Jack-Of- All-Trades

All-in- one asset and service management software isn’t the right choice for every business. A small business may not need a fully-functional service desk application, for example, while a very large enterprise may differ to a dedicated asset management software when these two departments are operating as individual units. But for those businesses in the middle that can take advantage of both, SysAid’s help desk software can be a robust solution. With award-winning customer service, helpful documentation, and years of experience funneled into this single piece of software, it easily tops the list of applications used for both service and asset management.

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